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Amazon (UK)

  Technology Retail in the UK

Amazon overall Effort Score: 59 Amazon (UK) vs 58 Amazon (UK) last quarter
Sector Effort Score benchmark: 54 Amazon (UK) vs 54 Amazon (UK) last quarter

Amazon’s UK operation has retained 2nd place in the UK Technology Retail rankings, with its Overall Effort Score of 59, a +1 point increase on the previous quarter. It remains just one point behind market-leader Argos.

Its Speed of Resolving the Problem saw the biggest increase of +3 points, followed by Valuing the Customer with a +2 point increase. Both Knowledge and Expertise and Style of Communication saw a +1 point increase.

Diving deeper in Amazon's +3 point increase in Speed of Resolving the Problem, this can be attributed to healthy scores on how ‘easy’ customers were able to find the information they wanted on its website/app and how customers were able to speak to a customer service agent that could help them with their query.

Overall, Amazon is still down quite significantly on each pillar compared to the beginning of the year, with an average of -10 points lower.

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Customer Effort in detail

Style of Communication 62 vs 61 last quarter

45% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 57 vs 56 last quarter

41% rate the expertise of the customer service agent as 'good'

41% say the way details were clearly explained to them was 'good'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 63 vs 61 last quarter

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

Speed Solving the Problem 58 vs 57 last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'excellent'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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